INDIVIDUALLY BRANDED AR SUPPORT APPS IMPROVE CUSTOMER EXPERIENCE

– Added value to the end-user increases customer loyalty
– Offer customized support apps to all your brands – with a single solution
– Create an excellent user experience through recognizable branding

CHALLENGE

First, offering an easy-to-use solution that allows technical experts to quickly communicate with body-shops for high-quality service through one system. Second, BASF aims to reduce travel time and expenses for customer support while improving reactivity on customer requests. Third, providing a customized user experience to the end-user through recognizable branding of the subsidiaries. Finally, implementing a global roll-out of this solution with maximum scalability to a growing list of brands in the chemical sector – all in one solution.

NUMEROUS REMOTE SUPPORT SOLUTIONS FOR REFINISH INDUSTRY BRANDS

Painting a car is a complex process. Various coats must be applied under precisely defined conditions until the paint acquires its properties. Chemical expert and leading supplier of automotive coatings BASF not only offers a comprehensive selection of paint and color formulations but also remote support directly to the body-shops for each of its brands. Glasurit and R-M are just two of the brands that triggered the need for BASF to find a remote support solution that fulfils four key criteria.

“Service and support has become much easier for us. It is now so simple for our experts to understand and solve the issues with AR-enhanced video calls. Our fix rates have improved, and our customers are happier.”

– Uwe Westerwelle, Head of Global Digital Solutions

SOLUTION

FLEXIBLE WHITE LABEL SOLUTION FOR DEDICATED REMOTE SUPPORT

The REFLEKT Remote white label solution enables BASF to simplify remote support for numerous independent brands under the umbrella of one large enterprise. Now BASF can quickly and easily launch limitless branded remote support applications for each business unit whilst centralizing the support of all brands in one place. The solution empowers BASF to roll-out a range of customized remote support apps at scale, promote them as dedicated support solutions to the end-user groups and centrally monitor support processes.

By solving daily issues with innovative AR enhanced video calls within the business unit’s brand environment each user benefits from a positive service experience that increases the brand strength and promotes increased customer loyalty. In addition, a multi-language approach further adds to a versatile and flexible solution by facilitating country-specific remote support for each subsidiary.

“We no longer need multiple experts or solutions for each of our brands. Now one expert can support multiple body-shops from one central solution.”

– Isabell Lanfermann, Project Manager Global Digital Solutions

COMPANY: Re’Flekt